Job Description

Customer Service / Call Center Manager

Len The Plumber

This is an on-site position, based out of our Halethorpe MD 21227 LTP Branch location

Full Time, Exempt, with Bonus Eligibility

Local Candidates ONLY please.

The Customer Service Manager is responsible for leading the Customer Service Center / Call Center and overseeing all internal related customer service duties. Lead, develop and grow a team of CSR to handle all customer related inquiries to maximize booking rate opportunities. Establish a relationship with current and potential customers and sets the service expectation of Len the Plumber. Aides in the retention of customers by managing, monitoring and improving the day to day operations of the customer service center, developing a set of best practices that establishes a high standard of excellence.

Essential Job Functions:

• Provide leadership for a staff of 20+ Customer Service Representatives
• Coach and develop individual team members
• Create staff onboarding and development materials for the customer service team and for other positions' onboarding
• Assess current processes and tools for drive best performance
• Proactively identify strategies for improvement and execute change
• Cultivate an environment of trust, teamwork and ownership to set the right culture to fulfill the needs of the customer
• Support the CSR team by taking escalated calls from customers for resolution
• Identify and hire talent to achieve goals and accommodate department growth
• Drive team performance to accomplish company goals while providing a world class level of delight with each customer interaction
• Use department KPI's to drive high levels of individual and team accountability
• Work closely with the Dispatch Supervisor and Divisional Managers at all branches to support service operations through effective collaboration and information sharing
• Document department SOP's
• Establish a collaborative atmosphere between CSR's and Dispatchers
• Maximize the team's performance in multiple areas including but not limited to: customer conversions from multiple lead sources, identifying and maximizing work opportunities for multiple service locations, customer resolution and reporting, providing an exceptional customer experience, accurate collection of data that supports service teams and marketing efforts, work cross functionally with marketing and service teams to accomplish goals, ensure safety best practices are followed in the field
• Other duties as assigned

Qualifications/Abilities:

• Dynamic and strong leader with a high level of customer focus
• Ability in creating consensus across all levels of the organization
• Ability to identify inefficiencies and execute process improvements
• Experience creating staff development materials
• Results oriented with strong track record of success in achieving set objectives
• Ability to work in a fast paced environment with multiple priorities
• Sound problem-solving and decision-making abilities
• Excellent written and communication skills
• Ability to travel to all branches as required
• Requires schedule flexibility and the ability to work weekends if required to support the team

Education/Experience Requirements:

Required:

• Proficient with telephony, call center technology and Microsoft Office suite primarily Excel
• Proven track record of success building, coaching and retaining a high performance team
• Sales and negotiating experience a plus

Preferred:

• Bachelor's Degree highly preferred
• Min. 5 years' experience leading a customer service team

Working Conditions/Physical Requirements:

• Work is performed in a professional group office environment.
• Lift up to 30 Lbs.
• Ability to travel by car to all local branches when required.

Benefits:

• Compensation: Based on experience
• Benefits: Standard benefit plan for full-time, regular employees

Schedule:

Monday-Friday 8am-5pm; can change as business needs change

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